FAQ
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Who´s taking my order? NINE ZERO has formed an exclusive partnership with Hoteluxury to offer you the opportunity to purchase all of the fine furnishings and and décor you have seen in our hotel. The goal of Hoteluxury is to make your shopping experience enjoyable and seamless and, to provide you with a level of customer service that parallels the fine amenities you experienced during your stay with us at NINE ZERO. How do I get more information on a product? Hoteluxury will provide you with any and all details you need regarding any of the high-end home décor you see at NINE ZERO. To assist you in this process, every product for sale on our website provides you with all the dimensions, colors, country of origin (when available), and other necessary specifications as provided by the product manufacturers. In the unusual case that you need more information, please contact Hoteluxury via e-mail at customerservice@hoteluxury.com, or call them at their toll-free customer service number: 877-877-8990, and they will attempt to get more details for you. How do I place an order? Once you have located the items on the site that you wish to purchase, place your selections in your shopping cart, and follow the simple steps offered in our Checkout Section. This will take you through to the completion of your order placement. After you place an order using our Shopping Cart, we will confirm the information you supply by verifying your method of payment or your shipping address. (Note: We reserve the right to reject any order you place with Hoteluxury, and/or to limit quantities on any order, without supplying a reason.) If we reject your order, we will attempt to notify you via the e-mail address you supplied when placing your order. If you have ordered a made-to-order item, we will send you an email within 24 hours if the production and delivery time for that item exceeds what was posted on our website. Since we work with the finest craftsmen, there may occassionally be a longer lead time required for some custom orders but we will alert you immediately if that is the case. You may also place a phone order between the hours of 10 a.m. and 4 p.m. EST, by calling our toll-free customer service number: 877-877-8990. Who will deliver my order? On the last page of your checkout, as well as on your order confirmation, the delivery method will be indicated next to each item. Smaller items will ship via UPS, and larger items and most made-to-order items will be delivered via our White Glove Delivery service. For all White Glove Deliveries, you will be called by our delivery company a few days prior to delivery to schedule an appropriate day and time for your delivery For larger items, will I have to remove any furniture before the new item is delivered? White Glove Delivery includes transport of items to inside your home space, removal of packing materials, and setup. In order for this to work seamlessly, we ask that you clear a path to the desired area of furniture placement, as well as clear a space in the room where you’d like the furniture to go. How long will it be until my order arrives? The timeframe varies depending on the item purchased and manufacturing time involved. Some orders will arrive within 2 weeks, other made-to-order items can take 3 months or more. The expected lead time for each item can be seen on each product page and this is information is also provided to you in the shopping cart where you place your order. How can I track my order? Upon shipment, your order will be assigned a tracking number and it will be sent to you via e-mail. You may also log onto www.hoteluxury.com to check your account status (you can find your tracking information here as well). What if the items I receive are damaged? In the unlikely event that your items arrive damaged, please contact us within 24 hours so that we may arrange for prompt pickup and replacement or repair at no cost to you. We will discuss the best options with you at the time you call us. Our committment is to excellent service and very satisfied customers so please be assured that we will look after you. What is the return policy? All sales made from NINE ZERO and through the Hoteluxury website are subject to Hoteluxury’s return policy. Any item that is not made-to-orde and that is normally shipped via UPS and returned in new and saleable condition within 7 days of receipt will be fully refunded, less the original shipping charge. All returned items must be in their original purchase condition with the original product packaging, manufacturer’s containers, documentation, warranty cards, manuals, and all accessories included. All packages, including the original manufacturer’s containers, must be unmarked and not defaced in any manner. Items purchased as part of a set or multi-item pack may not be returned individually. Returns that do not meet these requirements will be sent back to you and no refund will be issued. Please note that due to the fact that all made-to-order items are indeed custom made just for you, we cannot provide any refunds or any returns of any item that is designated as a "made-to-order item". Thank you for your understanding. Also please note In the rare and unexpected occassion that a custom-made item arrived damaged we will replace or repair it—however no refund will be issued. |